Patient Concierge

Overview

Why Join us?

• **
• ** Be part of launching a first-of-its-kind premium fertility clinic in Saudi Arabia
• Play a key role in delivering a world-class, concierge-level patient experience
• Work within a model that combines clinical excellence with a luxury, patient-first approach
• Join an ambitious, well-backed organisation with significant growth plans

1. Patient Experience

• Deliver a consistently high-touch, premium experience across all patient interactions
• Act as point of contact for patients, providing ongoing support throughout their journey
• Anticipate patient needs and proactively resolve queries or concerns
• Ensure all communication is personalised, culturally attuned, and handled with discretion

2.Appointment Travel & Logistics Management

• Coordinate and manage appointment logistics, ensuring efficiency and convenience
• Arrange travel, accommodation, and logistics for local and international patients
• Provide tailored recommendations aligned to patient preferences and expectations
• Ensure all travel arrangements are seamless, well-communicated, and executed to a high standard
• Act as a central point of coordination for any logistical requirements
• Proactively manage changes, ensuring minimal disruption to the patient experience

3. Patient Support & Journey Coordination

• Support patients throughout their treatment journey, ensuring clarity at each stage
• Liaise with clinical and operational teams to ensure continuity of care
• Provide timely updates and guidance to patients, reducing uncertainty and friction
• Ensure patients feel supported, informed, and confident throughout their experience

4. CRM & Administration

• Maintain accurate and up-to-date patient records within CRM systems
• Track patient journeys, appointments, and key interactions
• Ensure high standards of organisation, documentation, and data quality
• Support reporting and operational processes as required

5. Collaboration & Continuous Improvement

• Work closely with Patient Acquisition, Nursing, and Clinical teams to ensure a seamless end-to-end journey
• Share patient feedback and insights to improve service delivery and experience
• Contribute to the continuous refinement of concierge processes and standards
• How you’ll be measured
• Delivering a seamless, high-touch, and premium patient experience across all interactions
• Ensuring efficient, accurate, and well-coordinated appointment scheduling
• Managing travel and logistics to a consistently high standard
• Providing timely, clear, and proactive communication throughout the patient journey
• Maintaining accurate records and high standards of CRM usage
• Supporting smooth handovers and collaboration across teams
• Contributing to overall patient satisfaction and experience outcomes

Essential

• 2+ years experience in a customer-facing role within healthcare, hospitality, or a premium service environment
• Proven ability to deliver exceptional customer service in a high-touch environment
• Strong organisational skills with the ability to manage multiple patients and priorities simultaneously
• Excellent communication skills, with a high level of professionalism, empathy, and discretion
• Ability to anticipate needs and proactively solve problems
• Experience using CRM systems or managing structured workflows
• Comfortable working in a fast-paced, detail-oriented environment
• Fluent in Arabic and English

Desirable

• Experience in fertility, healthcare, or a clinical setting
• Experience in luxury hospitality, concierge, or high-end service environments
• Experience supporting international patients or medical tourism pathways
• Experience coordinating travel, accommodation, or complex logistics